Supervisor, Community Response

About the role

As a Supervisor on our Trust and Safety Team, you will oversee a team of trained Trust & Safety professionals, handling sensitive, complex user-facing incidents with empathy and ethical judgement. You will ensure the highest standard of support for platform members while setting OKRs, developing strategy, and building processes to enable your team to mitigate risk quickly and competently. This role involves cross-functional collaboration with Legal, Policy, Strategy & Ops, Support, Analytics, and executive teams to detect, triage, and prevent safety incidents on the platform. It’s a tremendous opportunity to join a fast-growing team focused on building DoorDash’s Trust and Safety brand and protecting our community.

Responsibilities

• Lead a team of 8-10 Trust and Safety representatives (entry-level, hourly employees).
• Establish, assess, and exceed team KPIs.
• Manage responses—directly or through delegation—to highly sensitive and complex safety incidents on the platform.
• Partner with Legal, Public Affairs, Public Policy, and other teams to ensure empathetic and effective responses to safety incidents.
• Drive employee engagement and development, including coaching and management sync sessions.
• Build a team of highly motivated individuals focused on success.
• Develop business cases and advocate for product and process improvements based on user feedback, such as agent or member-facing tools, new features, risk mitigation, and business process enhancements.
• De-escalate sensitive safety situations with empathy and action-oriented support.
• Identify areas in policies or processes needing clarity and collaborate to improve the product or position on issues.
• Correspond with external business partners to provide and receive feedback for continuous improvement.
• Coordinate daily workflow within the team and adjust resources to meet service level agreements.
• Execute short-term sprints while maintaining a long-term vision for sustained success.
• Create, distribute, and present impactful and insightful reporting on performance.
• Help scale the team and department to keep up with DoorDash’s growth.

Requirements

• 2-4 years of people management or team lead experience.
• At least 1 year of experience in trust and safety, risk management, or fraud.
• Strong leadership skills with a natural ability to motivate a team, set and achieve targets, and manage career growth and performance.
• Adept at handling high-stress situations and modeling resilience for your team.
• Results-oriented, constantly evaluating how team activities achieve measurable impact.
• Ownership mindset, always seeking opportunities to improve work products.
• Comfortable in a fast-paced, team-oriented environment with the ability to manage multiple deadlines.
• Talent for process improvement.
• Experience working with workforce planning teams.
• Experience pulling and using data to influence decisions.
• Knowledge of Salesforce, Chartio, and Excel (maintaining complex spreadsheets) or Google Sheets (preferred).
• Bachelor’s degree or equivalent work experience.
• Reliable and accountable, ensuring your team is as well.

Pay

The national base pay range for this position within the United States, including Illinois and Colorado, is $82,800—$121,800 USD. The successful candidate’s starting pay will be determined based on job-related factors including skills, experience, qualifications, work location, and market conditions. In addition to base salary, this role includes opportunities for equity grants.

Benefits

• Comprehensive benefits package, including medical, dental, and vision benefits.
• 401(k) plan with employer matching.
• 16 weeks of paid parental leave.
• Wellness benefits and commuter benefits match.
• Paid time off and paid sick leave in compliance with applicable laws (e.g., Colorado Healthy Families and Workplaces Act).
• 11 paid holidays.
• Disability and basic life insurance.
• Family-forming assistance.
• Mental health program.

For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.

For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g., ~6.7 hours/month for 40 hours/week; ~3.4 hours/month for 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g., ~5.8 hours/month for 40 hours/week; ~2.9 hours/month for 20 hours/week).